CHAPTER 5 DISCUSSION, CONCLUSION AND IMPLICATIONS
5.5 Conclusion
In conclusion, this study has proven the significance of the factors affecting customer loyalty of online food delivery (dependent variable) which are price quality, service quality, information quality, food quality and privacy and security (independent variables). From the results from 500 respondents, We may conclude that the independent factors have a positive connection with the dependent variable.
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Appendices Frequency Table
Gender
Frequency Percent Valid Percent Cumulative Percent
Valid Male 263 52.6 52.6 52.6
Female 237 47.4 47.4 100.0
Total 500 100.0 100.0
Age
Frequency Percent Valid Percent Cumulative Percent
Valid 18-21 169 33.8 33.8 33.8
22-23 258 51.6 51.6 85.4
24-25 61 12.2 12.2 97.6
Above 25 12 2.4 2.4 100.0
Total 500 100.0 100.0
Education level
Frequency Percent Valid Percent Cumulative Percent
Valid SPM 2 .4 .4 .4
Diploma/Foundation 65 13.0 13.0 13.4
Bachelor/Degree 426 85.2 85.2 98.6
Master 3 .6 .6 99.2
PhD 4 .8 .8 100.0
Total 500 100.0 100.0
Ethnic Group
Frequency Percent Valid Percent Cumulative
Percent
Valid Chinese 432 86.4 86.4 86.4
India 68 13.6 13.6 100.0
Total 500 100.0 100.0
Marital Status
Frequency Percent Valid Percent Cumulative Percent
Valid Single 496 99.2 99.2 99.2
Married 4 .8 .8 100.0
Total 500 100.0 100.0
How often do you order online food delivery services ?
Frequency Percent Valid Percent Cumulative Percent
Valid Daily 61 12.2 12.2 12.2
Weekly 236 47.2 47.2 59.4
Monthly 169 33.8 33.8 93.2
Rarely 8 1.6 1.6 94.8
Never 26 5.2 5.2 100.0
Total 500 100.0 100.0
Model Summary
bModel R R Square Adjusted R
Square Std. Error of
the Estimate Durbin-Watson
1 .867a .751 .749 1.94443 2.028
a. Predictors: (Constant), F, B, C, E, D b. Dependent Variable: G
ANOVA
aModel Sum of Squares df Mean Square F Sig.
1 Regression 5637.202 5 1127.440 298.201 .000b
Residual 1867.716 494 3.781
Total 7504.918 499
a. Dependent Variable: G
b. Predictors: (Constant), F, B, C, E, D
Coefficients
aModel
Unstandardized Coefficients Standardized Coefficients
t Sig.
B Std. Error Beta
1 (Constant) -2.952 .685 -4.311 .000
B .330 .030 .399 10.948 .000
C .515 .059 .337 8.677 .000
D -.219 .081 -.121 -2.693 .007
E .370 .055 .267 6.674 .000
F .106 .052 .083 2.054 .041
Frequency Table
B
Frequency Percent Valid Percent Cumulative Percent
Valid 16.00 4 .8 .8 .8
19.00 11 2.2 2.2 3.0
20.00 12 2.4 2.4 5.4
21.00 4 .8 .8 6.2
22.00 16 3.2 3.2 9.4
23.00 27 5.4 5.4 14.8
24.00 17 3.4 3.4 18.2
25.00 44 8.8 8.8 27.0
26.00 15 3.0 3.0 30.0
27.00 34 6.8 6.8 36.8
28.00 11 2.2 2.2 39.0
29.00 34 6.8 6.8 45.8
30.00 46 9.2 9.2 55.0
31.00 20 4.0 4.0 59.0
32.00 70 14.0 14.0 73.0
33.00 56 11.2 11.2 84.2
34.00 48 9.6 9.6 93.8
36.00 17 3.4 3.4 97.2
38.00 14 2.8 2.8 100.0
Total 500 100.0 100.0
C
Frequency Percent Valid Percent Cumulative Percent
Valid 10.00 4 .8 .8 .8
13.00 3 .6 .6 1.4
14.00 16 3.2 3.2 4.6
15.00 52 10.4 10.4 15.0
16.00 28 5.6 5.6 20.6
17.00 31 6.2 6.2 26.8
18.00 50 10.0 10.0 36.8
19.00 51 10.2 10.2 47.0
20.00 127 25.4 25.4 72.4
21.00 99 19.8 19.8 92.2
22.00 25 5.0 5.0 97.2
23.00 4 .8 .8 98.0
24.00 3 .6 .6 98.6
25.00 7 1.4 1.4 100.0
Total 500 100.0 100.0
D
Frequency Percent Valid Percent Cumulative Percent
Valid 8.00 4 .8 .8 .8
11.00 23 4.6 4.6 5.4
12.00 33 6.6 6.6 12.0
13.00 54 10.8 10.8 22.8
14.00 70 14.0 14.0 36.8
15.00 63 12.6 12.6 49.4
16.00 106 21.2 21.2 70.6
17.00 92 18.4 18.4 89.0
18.00 37 7.4 7.4 96.4
19.00 12 2.4 2.4 98.8
20.00 6 1.2 1.2 100.0
Total 500 100.0 100.0
E
Frequency Percent Valid Percent Cumulative Percent
Valid 5.00 4 .8 .8 .8
10.00 4 .8 .8 1.6
13.00 4 .8 .8 2.4
14.00 26 5.2 5.2 7.6
15.00 68 13.6 13.6 21.2
16.00 27 5.4 5.4 26.6
18.00 58 11.6 11.6 38.2
19.00 99 19.8 19.8 58.0
20.00 128 25.6 25.6 83.6
21.00 34 6.8 6.8 90.4
22.00 41 8.2 8.2 98.6
23.00 4 .8 .8 99.4
25.00 3 .6 .6 100.0
Total 500 100.0 100.0
F
Frequency Percent Valid Percent Cumulative Percent
Valid 5.00 4 .8 .8 .8
10.00 4 .8 .8 1.6
14.00 12 2.4 2.4 4.0
15.00 40 8.0 8.0 12.0
16.00 50 10.0 10.0 22.0
17.00 18 3.6 3.6 25.6
18.00 47 9.4 9.4 35.0
19.00 35 7.0 7.0 42.0
20.00 135 27.0 27.0 69.0
21.00 56 11.2 11.2 80.2
22.00 61 12.2 12.2 92.4
23.00 8 1.6 1.6 94.0
24.00 12 2.4 2.4 96.4
25.00 18 3.6 3.6 100.0
Total 500 100.0 100.0
G
Frequency Percent Valid Percent Cumulative Percent
Valid 12.00 8 1.6 1.6 1.6
13.00 3 .6 .6 2.2
14.00 4 .8 .8 3.0
15.00 31 6.2 6.2 9.2
16.00 12 2.4 2.4 11.6
17.00 8 1.6 1.6 13.2
18.00 46 9.2 9.2 22.4
19.00 24 4.8 4.8 27.2
20.00 38 7.6 7.6 34.8
21.00 53 10.6 10.6 45.4
22.00 22 4.4 4.4 49.8
23.00 31 6.2 6.2 56.0
24.00 70 14.0 14.0 70.0
25.00 49 9.8 9.8 79.8
26.00 41 8.2 8.2 88.0
27.00 60 12.0 12.0 100.0
Total 500 100.0 100.0
Cover page
Table of content
UBMZ3016 Research Project: Factors Affecting Customer Loyalty of Delivery Services
Dear respondents,
We are students in Bachelor of Business Administration from University Tunku Abdul Rahman (UTAR). We are currently conducting a survey under the assignment of UBMZ3016 Research Project. The main objective of this survey is to complete our study on factors affecting customer loyalty of delivery service.
There are 7 sections in this questionnaire. Section A is on demographics. Section B, C and D,E,F,G cover all of the variables in this study. Please read carefully before answering the questions. Please answer All questions in ALL section. Completion of this questionnaire will take you approximate 5 to 10 minutes.
All the information provided will be treated as confidential and private. This information is solely for academic purposes.
Thank you so much for filling up the survey form. Your responses are much appreciated to help us in completing the assignment. We appreciate your time in completing the survey.
If you have any question regarding to this survey questions, you may contact us via email.
Best Regards,
1.Teoh Kok Wey 1906843 [email protected]
2.Tan Yu Tong 1801777 [email protected]
3.Natasha Low Khamay 1801353 [email protected] 4.Lee Rong Sheng 1804157 [email protected]
5. Yap Guan San 1906815 [email protected]
UBMZ3016 Research Project: Factors Affecting Customer Loyalty of Delivery Services
Please be informed that in accordance with Personal Data Protection Act 2010 (“PDPA”) which came into force on 15 November 2013, Universiti Tunku Abdul Rahman (“UTAR”) is hereby bound to make notice and require consent in relation to collection, recording, storage, usage and retention of personal information.
Notice:
1. The purposes for which your personal data may be used are inclusive but not limited to:-
For assessment of any application to UTAR
For processing any benefits and services
For communication purposes
For advertorial and news
For general administration and record purposes
For enhancing the value of education
For educational and related purposes consequential to UTAR
For the purpose of our corporate governance
For consideration as a guarantor for UTAR staff/ student applying for his/her scholarship/
study loan
2. Your personal data may be transferred and/or disclosed to third party and/or UTAR collaborative partners including but not limited to the respective and appointed outsourcing agents for purpose of fulfilling our obligations to you in respect of the purposes and all such other purposes that are related to the purposes and also in providing integrated services, maintaining and storing records. Your data may be shared when required by laws and when disclosure is necessary to comply with applicable laws.
3. Any personal information retained by UTAR shall be destroyed and/or deleted in accordance with our retention policy applicable for us in the event such information is no longer required.
4. UTAR is committed in ensuring the confidentiality, protection, security and accuracy of your personal information made available to us and it has been our ongoing strict policy to ensure that your personal information is accurate, complete, not misleading and updated.
UTAR would also ensure that your personal data shall not be used for political and commercial purposes.
Consent:
1. By submitting this form you hereby authorise and consent to us processing (including disclosing) your personal data and any updates of your information, for the purposes and/or for any other purposes related to the purpose.
2. If you do not consent or subsequently withdraw your consent to the processing and disclosure of your personal data, UTAR will not be able to fulfill our obligations or to contact you or to assist you in respect of the purposes and/or for any other purposes related to the purpose.
3. You may access and update your personal data by writing to us at [email protected].
Acknowledgment of Notice
( ) I have been notified by you and that I hereby understood, consented and agreed per UTAR above notice
( ) I disagree, my personal data will not be processed.
Section A: Demographic Profile
Please choose one option for each of the following:
1) Gender:
( ) Male ( ) Female
2) Age:
( short answer )
3) Education Group ( ) Diploma
( ) Bachelor of Degree ( ) Master Degree
( ) PHD ( ) Others:
4) Ethnic Group ( ) Chinese ( ) India ( ) Malay ( ) Others:
5) Marital status ( ) Single ( ) Married ( ) Others:
6) How often do you order online food delivery services ? ( ) Daily
( ) Weekly ( ) Monthly ( ) Others:
Section B: Price Quality
Based on your experience, please choose the most appropriate option that best indicate your agreement level about the following statements.
No. Questions Strongly
Disagree Disagree Neutral Agree Strongly Agree 1. The prices offered by the Grab
Food app is affordable.
2. I think that tax price in using Grab Food services is reasonable.
3. I can save money by using prices of different online OFD services.
4. I think delivery price of Grab Food services are reasonable.
5. I feel that discount provided encourages me to use OFD services.
6. Grab Food offer good value for money.
7. Discounts received through online purchase are satisfactory.
8. When I order through the Grab Food app, the food quality is based on the price.
Section C: Service Quality
Based on your experience, please choose the most appropriate option that best indicate your agreement level about the following statements.
No. Questions Strongly
Disagree Disagree Neutral Agree Strongly Agree 1. Grab Food app has made it
easier for me to find my desired needs
2. The delivery time made by Grab Food is always be on time.
3. The delivering order is as promised.
4. The services of Grab Food employees are above my expectations
5. The service quality of Grab Food is good enough to satisfy me
Section D: Information quality
Based on your experience, please choose the most appropriate option that best indicate your agreement level about the following statements.
No. Questions Strongly
Disagree Disagree Neutral Agree Strongly Agree 1. The application is user friendly
2. Grab Food always has the latest food shown in the app
3. I have to learn a lot before I could use the Grab Food system.
4. Grab Food application has sufficient information about the food offered
Section E: Food Quality
Based on your experience, please choose the most appropriate option that best indicate your agreement level about the following statements.
No. Questions Strongly
Disagree Disagree Neutral Agree Strongly Agree 1. The food ordered on Grab Food
is as advertised
2. I am satisfied with the quality of food that I ordered.
3. The packaging on the food is satisfactory when delivered 4. The food delivered by Grab
Food is as good as the food i eat in the restaurant
5. Food standards meet the expectation for the price paid.
Section F: Privacy and Security
Based on your experience, please choose the most appropriate option that best indicate your agreement level about the following statements.
No. Questions Strongly
Disagree Disagree Neutral Agree Strongly Agree 1. Grab Food application protects
personal/ confidential information.
2. Grab Food Application provides good security
3. Payment information is safe to kept in Grab Food Application 4. Grab Food application keeps my
shopping behavior information.
5. Grab Food apps is trustworthy.
Section G: Customer loyalty
Based on your experience, please choose the most appropriate option that best indicate your agreement level about the following statements.
No. Questions Strongly
Disagree Disagree Neutral Agree Strongly Agree 1. I would like to continue using
Grab Food to order food.
2. I would continue to order from the online food delivery app even if there is a price increase in Grab Food
3. I would recommend Grab Food to other people.
4. Food delivery in Grab Food app is beyond my expectation.
5. I would consider the use of Grab food app over other delivery apps.
6. I am comfortable shopping at Grab food application